Sr. Service Desk Manager

Deercreekseniorliving; Salt Lake City (UT); On-site; USD 100,000 - 160,000; Full time

Job summary

The Pennant Group, Inc. is seeking a Senior Service Desk Manager – Operations to lead day-to-day service desk performance, governance, and continuous improvement across IT support teams in a healthcare services environment.

You will drive operational maturity, align services with business goals, and mentor service desk leaders to foster accountability, collaboration, and customer-focused incident resolution.

Qualifications

• Seven or more years of progressive IT operations or support leadership experience.
• Three or more years of leadership experience managing support operations, service delivery functions, or technical teams.
• Strong understanding of ITSM principles and ITIL Foundation preferred.

Responsibilities

• Lead day-to-day operationaleffectiveness of the Service Desk organization.
• Oversee operational performance, service quality, process governance, and workforce accountability.
• Drive continual service improvement initiatives to enhance efficiency, maturity, and user experience.
• Establish accountability for service levels, project commitments, and departmental initiatives.
• Collaborate across teams to remove barriers and ensure alignment with organizational goals.

Skills

IT Operations Leadership

ITSM Principles

ITIL Foundation

Strategic Planning

Stakeholder Communication

Education

Bachelor’s degree in Information Technology, Business Administration, Management

Job description

WHO WE AREAt Pennant, our culture is our competitive advantage. We are a collection of independent, locally led healthcare companies united by a shared purpose and the CAPLICO values—Celebration, Accountability, Passion, Love, Intelligence, Customer Second, and Ownership. We believe great results come from empowered leaders, strong relationships, and people who take ownership of their work.JOB SUMMARYThe Senior Service Desk Manager – Operations is responsible for leading the day-to-day operationaleffectiveness of the Service Desk organization. This position oversees operational performance, service quality, process governance, workforce accountability, and continuous improvement initiatives to ensure support services are delivered efficiently and consistently. This role serves as a key leader in ensuring the Service Desk operates at a high level of efficiency while continually improving user experience, operational maturity, and business alignment.JOB DUTIESStrategic Execution & Operational LeadershipDrive operational consistency across Service Desk functions and support teams.Ensure Service Desk operations are aligned with organizational goals, service expectations, andestablished standards.Monitor service delivery performance and proactively address operational challenges impactinguser experience.Lead operational efforts to improve efficiency, effectiveness, and scalability across supportfunctions.Develop and maintain operational standards that support high-quality service delivery.Metrics, Reporting & AccountabilityEstablish and maintain accountability for operational goals, service levels, project commitments,and departmental initiatives.Facilitate recurring operational reviews focused on performance, service quality, customersatisfaction, productivity, and organizational priorities.Ensure leaders and teams have clear ownership of initiatives, action items, and operationalobjectives.Identify operational risks and escalate concerns that may impact service delivery ororganizational performance.Continuous Improvement & Service ExcellenceAnalyze operational workflows and identify opportunities to improve efficiency, quality, and usersatisfaction.Lead continual service improvement initiatives designed to enhance Service Desk performanceand maturity.Partner with Service Desk leadership to standardize procedures and improve consistency acrossteams.Support implementation of tools, automation opportunities, and operational enhancements thatimprove service effectiveness.Leadership & Team DevelopmentCoach and mentor Service Desk leaders in operational planning, prioritization, accountability,and execution.Foster a culture of ownership, collaboration, customer service, and continuous improvement.Promote consistent operational expectations and leadership practices across the organization.Encourage proactive communication, follow-through, and accountability at all levels of theService Desk.Service Management & GovernanceFacilitate operational reviews, service assessments, and improvement planning activities.Participate in major incident reviews, trend analysis, and service improvement initiatives whenappropriate.Facilitate collaboration between teams to remove barriers and improve execution ofdepartmental objectives.The above statements are only meant to be a representative summary of the major duties and responsibilities performed by incumbents of this job. The incumbents may be requested to perform job related tasks other than those stated in this description.QUALIFICATIONSBachelor’s degree in Information Technology, Business Administration, Management, or a related field, or equivalent combination of education and experience.Seven (7) or more years of progressive IT operations or support leadership experience.Three (3) or more years of leadership experience managing support operations, service delivery functions, or technical teams.Demonstrated experience managing operational performance through metrics, reporting, and accountability practices.Experience developing support processes, operational governance, and continual improvement initiatives.Strong understanding of IT Service Management (ITSM) principles and support operations.ITIL Foundation certification or equivalent preferred.Excellent organizational, planning, and prioritization skills.Excellent verbal and written communication skills.Strong analytical and problem-solving capabilities.Ability to identify risks and proactively develop mitigation strategies.Strong facilitation and meeting leadership skills.Ability to manage multiple competing priorities in a fast-paced environment.Strong coaching and mentoring skills with the ability to improve the quality of operational planning and execution.The employer for this position is stated in the job posting. The Pennant Group, Inc. is a holding company of independent operating subsidiaries that provide healthcare services through home health and hospice agencies and senior living communities located throughout the US. Each of these businesses is operated by a separate, independent operating subsidiary that has its own management, employees and assets. More information about The Pennant Group, Inc. is available at http://www.pennantgroup.com.